OCONUS SLA - Best Practices and Troubleshooting

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Best Practices

Provide physical address for shipment (versus APO) whenever possible, even for a parts only shipment.
Understand that onsite service can't be delivered to an APO address
Leverage Warranty Parts Direct site's ability to store repeat information on service requests to ensure accuracy and increase efficiency
Provide an email address and an alternate contact number (preferably 24x7 helpdesk number)
Provide a commercial phone number that can be called from off base. Do not provide a DSN number.
Confirm spelling of foreign addresses and accurate capture of contact phone numbers
Do not hesitate to escalate or report issues with your experience to US_FORT@dell.com and/or the Regional Service Manager
If calling technical support, remind Dell representative you are part of the OCONUS Program and be prepared to describe troubleshooting actions and results

Troubleshooting

Minimum Dell tech support troubleshooting requested for dispatch:
Describe exactly the problem you are having

What have you done to correct the problem? (Reboot, Reloaded, Reseated)

Describe the power source the computer is plugged into?

What color are the diagnostic LEDs?

What beep codes does the system produce?

Have you checked the BIOS settings?

Have you run the Dell diagnostics?

What operating system is the computer running? Same one it shipped with?

Has any new software or hardware been added prior to the failure?
Place this data on your Warranty Parts Direct request or, be prepared to review with phone support technician if calling in for additional help.
Remote troubleshooting results in increased "up-time" by either fixing the problem remotely, or fixing the problem on the first visit by a Dell technician

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